SOFTWARE END USER LICENSE AGREEMENT

THIS SOFTWARE END USER LICENSE AGREEMENT (the "Agreement") is made effective as of the date of acceptance ("Effective Date") by and between Lark IQ LLC ("Lark IQ", "we", "us", or "our") and the business entity or organization accepting these terms ("Customer", "you", or "your").

WHEREAS, Lark IQ has developed and owns certain proprietary software and platform services for SMS communication management;

WHEREAS, Customer desires to use such software and services subject to the terms and conditions set forth herein;

NOW, THEREFORE, in consideration of the mutual covenants and agreements contained herein, and other good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the parties agree as follows:

1. DEFINITIONS

1.1 "Authorized Users" means Customer's employees, consultants, contractors, and agents who are authorized by Customer to access and use the Services under the rights granted to Customer pursuant to this Agreement.

1.2 "Services" means Lark IQ's proprietary SMS communication platform and associated services, including all software, tools, features, and functionalities provided thereunder.

1.3 "10DLC" means 10-digit long code phone numbers used for business messaging through wireless carrier networks.

1.4 "Customer Data" means all information, data, and other content transmitted by or on behalf of Customer through the Services.

1.5 "Documentation" means all user manuals, specifications, and other documentation relating to the Services that is provided by Lark IQ to Customer.

1.6 "Administrator" means a Customer-designated user with full access and control rights to all organizational features and settings within the Services.

1.7 "Supervisor" means a Customer-designated user with access rights limited to team management and oversight functions within the Services.

1.8 "Agent" means a Customer-designated user with access rights limited to individual task management and personal performance functions within the Services.

2. ACCOUNT CREATION AND USER AUTHENTICATION

2.1 Account Creation and Initial Administrator Designation:
(a) Initial Account Creation: (i) The first user to register an account using a previously unregistered business domain shall automatically be designated as an Administrator; (ii) This Initial User's email domain establishes the Business Domain for the organization; (iii) Subsequent users registering with the same Business Domain will be associated with the same organization; (iv) Initial User automatically receives full Administrator privileges and responsibilities as defined herein.
(b) Authentication Methods: (i) Email with OTP Authentication: (1) Users may register using their business email address; (2) A one-time password will be sent to the provided email; (3) User must verify their identity by entering the correct OTP; (4) OTP validity is time-limited as specified in the verification process.
(ii) Google Authentication:
    (1) Users may register using their Google account;
    (2) Google account must be associated with the organization's Business Domain;
    (3) User must grant necessary permissions for Google authentication;
    (4) Google authentication tokens must be maintained and renewed as required.
(c) Business Domain Requirements: (i) Only business email domains are accepted for registration; (ii) Personal email domains (e.g., gmail.com, yahoo.com, outlook.com) are not permitted; (iii) Business Domain establishes the organizational boundary for user management; (iv) All users must register with email addresses from the same Business Domain.
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2.2 User Roles and Access Rights
2.2.1 User Role Definitions. The Services support the following user roles with distinct access rights and responsibilities:
(a) Administrator Role: (i) Full access to all organizational features and settings; (ii) Exclusive authority to manage user roles, permissions, and team structures; (iii) Complete control over billing and account settings; (iv) Access to all reporting and analytics features across the organization; (v) Authority to manage phone numbers and 10DLC campaigns; (vi) Ability to configure system-wide settings and preferences; (vii) Exclusive right to assign supervisors to teams; (viii) Authority to view and manage all team communications; (ix) Complete access to all activity logs and performance metrics.
(b) Supervisor Role: (i) Access limited to assigned team communications and data only; (ii) Ability to monitor and manage assigned team member performance; (iii) Access to team-specific reports and analytics for assigned team only; (iv) Authority to manage task assignments within assigned team; (v) No authority to modify team structure or user roles; (vi) No access to communications or data outside assigned team; (vii) No ability to modify organizational settings or permissions.
(c) Agent Role: (i) Access limited to individual tasks and features; (ii) Ability to manage personal communications; (iii) Access to individual performance metrics; (iv) Limited access to reporting features; (v) Ability to manage individual settings; (vi) Access to personal activity logs.
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2.3 Administrator Capabilities:
(a) Campaign Management: (i) Create and modify SMS campaign workflows (ii) Design custom message templates (iii) Configure automation rules (iv) Set delivery schedules (v) Monitor campaign performance (vi) Adjust campaign parameters
(b) Contact Management: (i) Import and organize contact lists (ii) Update contact information (iii) Segment contact groups (iv) Manage opt-out preferences (v) Create custom contact fields (vi) Export contact data
(c) Resource Management: (i) Purchase phone numbers (ii) Configure number settings (iii) Release unused numbers (iv) Register 10DLC campaigns (v) Monitor number usage (vi) Manage number assignments
(d) Skills and Agent Management: (i) Create and define skills (ii) Assign agents to skills (iii) Monitor agent performance (iv) Configure routing rules (v) Adjust skill parameters (vi) Manage team structures
(e) System Configuration: (i) Configure platform settings (ii) Manage user roles (iii) Set access permissions (iv) Define workflow rules (v) Establish security parameters (vi) Control billing settings
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2.4 Role Assignment and Management:
(a) Customer's Administrator(s) shall have exclusive responsibility for: (i) Assigning and modifying user roles; (ii) Creating and managing team structures; (iii) Assigning supervisors to specific teams; (iv) Managing all user permissions; (v) Monitoring organization-wide user activity; (vi) Maintaining role-based security; (vii) Reviewing and modifying team assignments.
(b) Customer acknowledges and agrees that: (i) Only Administrators may modify team structures and role assignments; (ii) Supervisors' access is strictly limited to their assigned teams; (iii) Actions taken by users within their assigned roles are binding on Customer; (iv) Customer is responsible for all user activity; (v) Customer must immediately notify Lark IQ of any unauthorized access; (vi) Lark IQ may rely on user role designations without further verification.

3. LICENSE GRANT AND RESTRICTIONS

3.1 License Grant. Subject to and conditioned on Customer's payment of fees and compliance with all other terms and conditions of this Agreement, Lark IQ hereby grants Customer a non-exclusive, non-transferable, non-sublicensable, limited license during the Term to:
(a) access and use the Services and Documentation; and
(b) permit Authorized Users to access and use the Services and Documentation, solely for Customer's internal business purposes in accordance with the terms and conditions herein.
3.2 Use Restrictions. Customer shall not, and shall not permit any Authorized Users to:
(a) use the Services for any purpose beyond the scope of the access granted in this Agreement;
(b) copy, modify, or create derivative works of the Services or Documentation;
(c) rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer, or otherwise make available the Services to any third party;
(d) reverse engineer, disassemble, decompile, decode, adapt, or otherwise attempt to derive or gain access to any software component of the Services;
(e) use the Services in any manner or for any purpose that infringes, misappropriates, or otherwise violates any intellectual property right or other right of any person;
(f) use the Services in violation of any applicable law, regulation, or rule.

4. THIRD-PARTY SERVICES AND 10DLC REGISTRATION

4.1 Third-Party Dependencies. Customer acknowledges and agrees that:
(a) The Services utilize third-party telecommunications providers for phone numbers, SMS capabilities, and 10DLC campaign registrations;
(b) Service availability and functionality are dependent on these third-party providers;
(c) Lark IQ serves solely as a facilitator and interface to these third-party services;
(d) Lark IQ makes no warranties or representations regarding the availability, performance, or reliability of third-party services.

4.2 10DLC Registration Process. With respect to 10DLC registration:
(a) Customer shall be solely responsible for: (i) Submitting accurate and complete brand and campaign information; (ii) Maintaining compliance with all carrier requirements; (iii) Updating registration information as required; (iv) Payment of all applicable registration fees.
(b) Customer acknowledges and agrees that: (i) Carrier validation and approval decisions are made solely by third-party carriers; (ii) Lark IQ has no control over approval or rejection decisions; (iii) Registration fees are non-refundable regardless of approval status; (iv) Lark IQ's support is limited to process guidance and does not guarantee approval.

5. CUSTOMER DATA AND PRIVACY

5.1 Account Security Requirements:
(a) Authentication Security: (i) OTP must not be shared with any other users; (ii) Google authentication credentials must be kept secure; (iii) Users must maintain secure email access; (iv) Password reset procedures must be followed as specified.
(b) Administrator Responsibilities: (i) Initial Administrator must establish security policies; (ii) Verify the legitimacy of subsequent user registrations; (iii) Monitor for unauthorized domain usage; (iv) Maintain security of authentication methods.
(c) Account Recovery: (i) Lost access must be reported immediately; (ii) Identity verification required for recovery; (iii) Administrator approval required for certain recovery actions; (iv) Recovery procedures must follow specified security protocols.
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5.2 User Access Control. Customer shall ensure that:
(a) User access is limited to assigned roles and permissions;
(b) Users are properly trained on their role responsibilities;
(c) User credentials are kept secure and not shared;
(d) User access is promptly revoked upon termination or role change;
(e) Regular audits of user access and permissions are conducted.
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5.3 Message Responsibility and Compliance:
(a) Customer Responsibility: (i) Customer is solely and exclusively responsible for: (1) All messages sent through the platform (2) All messages received through the platform (3) Content of all communications (4) Compliance with all applicable laws and regulations (5) TCPA compliance and violations (6) Any claims arising from message content or delivery
(ii) Lark IQ's Role:
    (1) Provides technical platform only
    (2) Does not review or approve message content
    (3) Does not monitor compliance
    (4) Bears no responsibility for customer communications
    (5) Not liable for customer compliance violations
(b) Compliance Obligations: (i) Customer must independently ensure: (1) TCPA compliance (2) Consent management (3) Opt-out processing (4) Record keeping (5) Time restriction adherence
(ii) Customer acknowledges that:
    (1) Lark IQ provides technical service only
    (2) No compliance monitoring by Lark IQ
    (3) No compliance guidance provided
    (4) Customer must seek independent legal counsel
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5.4 Electronic Records and Data Usage:
(a) Lark IQ's Record Maintenance: (i) Maintains electronic records limited to: (1) Organization user data (2) Customer-provided contact information (3) Inbound SMS records (4) Outbound SMS records (5) Platform usage logs
(ii) Record Access:
    (1) Available to organization users only
    (2) Access based on user role permissions
    (3) Maintained for organization's use
    (4) Secured according to industry standards
(b) Permitted Data Usage: (i) Lark IQ may use data solely for: (1) Providing contracted services (2) Platform performance monitoring (3) System enhancement and optimization (4) Technical issue resolution
(ii) Usage Analysis:
    (1) Limited to platform enhancement
    (2) Aggregated usage patterns only
    (3) No individual message content analysis
    (4) No contact information usage
(c) Prohibited Data Usage: (i) Lark IQ will not: (1) Use data for marketing purposes (2) Share data with third parties (3) Analyze message content (4) Mine contact information (5) Monetize organization data (6) Use data beyond service provision
(d) Data Security: (i) Records maintained with: (1) Appropriate security measures (2) Access controls (3) Encryption standards (4) Backup procedures
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5.5 Data Ownership and Rights:
(a) Customer Data Ownership: (i) Customer exclusively owns: (1) All contact information (2) All message content (3) All campaign data (4) All conversation histories (5) All customer records (6) All related metadata
(ii) Lark IQ's Rights:
    (1) Limited to providing contracted services
    (2) No ownership claims to customer data
    (3) No right to use customer data
    (4) No right to share customer data
    (5) Access only for service provision
(b) Data Access and Control: (i) Customer maintains full control over: (1) Data usage (2) Data storage (3) Data deletion (4) Data export (5) Access permissions
(ii) Lark IQ's Access:
    (1) Limited to necessary service operations
    (2) Subject to confidentiality obligations
    (3) No independent use rights
    (4) No data monetization rights
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5.6 TCPA Compliance Requirements:
(a) Express Written Consent: (i) Customer must obtain and maintain proof of express written consent before sending any messages (ii) Consent must be clear and conspicuous (iii) Consent must specifically authorize automated or artificial voice calls/texts (iv) Consent cannot be a condition of purchase (v) Customer must maintain records of all consent obtained
(b) Consent Requirements: (i) Must clearly disclose that recipient will receive automated messages (ii) Must specify the phone number that will receive messages (iii) Must inform that consent is not required for purchase (iv) Must maintain clear records of consent date and method (v) Must include clear identification of message sender
(c) Opt-Out Mechanisms: (i) Every message must include clear opt-out instructions (ii) Opt-out requests must be honored immediately (iii) Opt-out confirmations must be sent (iv) No messages permitted after opt-out except confirmation (v) Opt-out records must be maintained indefinitely
(d) Time Restrictions: (i) No messages before 8:00 AM or after 9:00 PM recipient local time (ii) Customer responsible for tracking recipient time zones (iii) Customer must respect federal and state calling time restrictions (iv) Customer must maintain time zone records for recipients
(e) Record Maintenance: (i) Four-year minimum retention of: (1) All consent records (2) Opt-out requests (3) Message logs (4) Recipient information (ii) Records must be readily available upon request
(f) DNC List Compliance: (i) Customer must maintain internal DNC list (ii) Must honor DNC requests immediately (iii) Must sync with National DNC Registry if applicable (iv) Must maintain DNC records for five years
(g) Message Content Requirements: (i) Clear identification of message sender (ii) Clear purpose of message (iii) Clear opt-out instructions (iv) Contact information for sender (v) No marketing messages without express consent
(h) Automated Messaging Restrictions: (i) No messages to emergency numbers (ii) No messages to healthcare facilities (iii) No messages to wireless numbers without express consent (iv) No messages to any number on DNC list
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5.7 Customer Data Rights. As between Customer and Lark IQ:
(a) Customer retains all right, title, and interest in and to Customer Data;
(b) Customer hereby grants Lark IQ a non-exclusive, royalty-free license to process, transmit, and store Customer Data solely to provide the Services;
(c) Lark IQ shall not use Customer Data for any purpose other than providing and improving the Services as permitted herein.
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5.8 Platform Usage Data. Lark IQ may collect and analyze:
(a) Technical data about use and performance of the Services, including: (i) User session information; (ii) Feature adoption metrics; (iii) Platform performance data; (iv) System usage patterns.
(b) Industry-specific usage data provided during account registration.
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5.9 Data Usage Rights. Lark IQ may use collected data to:
(a) Monitor and improve the Services;
(b) Develop new features and functionality;
(c) Generate aggregated, anonymized analytics;
(d) Enhance platform performance and user experience;
(e) Comply with legal and regulatory requirements.

6. FEES AND PAYMENT TERMS

6.1 Service Charges and Billing Cycles:
(a) Real-time Usage Charges: (i) Inbound SMS charges applied upon receipt (ii) Outbound SMS charges applied upon sending (iii) Inbound call charges applied upon connection (iv) Charges deducted from available balance immediately
(b) Monthly Recurring Charges: (i) Phone number fees billed monthly (ii) Campaign maintenance fees billed monthly (iii) Charges processed at start of billing cycle (iv) Prorated for partial months when applicable
(c) One-Time Charges: (i) 10DLC brand registration - one-time fee (ii) Phone number setup fees (iii) Initial campaign setup fees (iv) Service activation fees if applicable
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6.2 Billing Documentation:
(a) Monthly Invoices: (i) Generated automatically each month (ii) Available in Account menu under Invoice & Receipt (iii) Details all charges for billing period (iv) Accessible through platform interface
(b) Payment Records: (i) All payment receipts stored in platform (ii) Accessible through Account menu (iii) Downloadable for record-keeping (iv) Historical records maintained
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6.3 SMS Technical Specifications:
(a) Standard SMS (GSM 03.38 Encoding): (i) Single SMS: 160 characters (ii) Multiple SMS support: up to 1377 characters (iii) Long messages automatically split into up to 9 SMS (iv) Each SMS part charged as per carrier rates
(b) Unicode SMS (UCS-2 Encoding): (i) Single SMS: 68 characters (ii) Multiple SMS support: up to 603 characters (iii) Messages containing emojis or special characters use UCS-2 (iv) Long messages automatically split into up to 9 SMS
(c) SMS Charging: (i) Each SMS part (160 or 68 characters) is considered one message (ii) Longer messages consume multiple SMS as per carrier standards (iii) Carrier charges apply per SMS part used (iv) Platform displays number of SMS parts being used
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6.4 Payment Methods and Recharge:
(a) Payment Options: (i) Credit cards accepted (ii) Debit cards accepted (iii) Multiple cards may be stored (iv) Secure payment processing
(b) Account Recharge: (i) Manual recharge option: (1) Admin can add funds at any time (2) Multiple recharge amounts available (3) Immediate balance update (4) Confirmation sent via email
(ii) Auto-recharge functionality:
    (1) Optional automatic recharge feature
    (2) Customizable threshold settings
    (3) Designated card charging
    (4) Automatic balance maintenance
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6.5 Balance Notifications:
(a) Email Notifications: (i) Sent to designated email addresses (ii) Configured in recharge section (iii) Multiple recipients allowed (iv) Notification preferences customizable
(b) Notification Types: (i) Balance alerts: (1) Low balance warnings (2) Recharge confirmations (3) Auto-recharge notifications (4) Payment processing status
(ii) Service notifications:
    (1) Service restriction warnings
    (2) Usage threshold alerts
    (3) Payment failure notices
    (4) Account status updates
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6.6 Balance Management:
(a) Minimum Balance: (i) Customer responsible for maintaining sufficient balance (ii) Service limitations apply at specified thresholds (iii) Automatic service restrictions at low balance (iv) Service suspension at zero balance
(b) Balance Monitoring: (i) Customer responsible for monitoring balance (ii) Platform provides balance notifications (iii) No liability for service interruption due to insufficient funds (iv) No obligation to provide service without sufficient balance
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6.7 Payment Processing:
(a) Automatic Deductions: (i) Charges deducted from available balance (ii) Real-time usage monitoring (iii) Service suspends when balance depleted (iv) No overdraft permitted
(b) Recharge Options: (i) Customer may recharge at any time (ii) Multiple payment methods accepted (iii) Minimum recharge amounts may apply (iv) Processing fees may apply
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6.8 Pricing Changes:
(a) Rate Modifications: (i) Rates subject to change (ii) Changes posted on pricing page (iii) Notice provided for significant changes (iv) Continued use constitutes acceptance
(b) Special Rates: (i) Volume discounts may apply (ii) Special rates require separate agreement (iii) Promotional rates time-limited (iv) Regular rates apply after promotions
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6.9 Refunds and Credits:
(a) Service Credits: (i) May be issued for service issues (ii) Credit application at Lark IQ's discretion (iii) No cash refunds except account termination (iv) Credits non-transferable
(b) Account Closure: (i) Unused balance refunded to default card (ii) Processing time varies by institution (iii) No alternative refund methods (iv) Subject to final account reconciliation

7. SERVICE RESTRICTIONS AND TERMINATION

7.1 Compliance Thresholds and Service Suspension:
(a) Rate Thresholds: (i) Maximum Spam Rate: 3% (1) Calculated based on reported spam complaints (2) Monitored on an ongoing basis (3) Visible in Administrator dashboard (4) Updated in real-time
(ii) Maximum Opt-out Rate: 2%
    (1) Calculated based on recipient opt-outs
    (2) Monitored on an ongoing basis
    (3) Visible in Administrator dashboard
    (4) Updated in real-time
(b) Threshold Violation Procedures: (i) Initial Notification: (1) Administrator alerted when thresholds exceeded (2) Seven-day remediation period provided (3) Guidance for rate reduction provided (4) Daily status updates in dashboard
(ii) Account Suspension:
    (1) Automatic suspension if rates not reduced within 7 days
    (2) All services suspended
    (3) Administrator notification via email
    (4) Immediate effect
(c) Service Resumption: (i) Requirements: (1) Administrator must contact support@larkiq.com (2) Remediation plan must be provided (3) Compliance commitment required (4) Subject to Lark IQ approval
(ii) Review Process:
    (1) Account history evaluation
    (2) Remediation plan assessment
    (3) Compliance capability verification
    (4) Service restoration terms
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7.2 Service Restrictions and Termination:
(a) Immediately and without notice for: (i) Material breach of this Agreement; (ii) Violation of applicable laws; (iii) Fraudulent or illegal activity; (iv) Extended period of insufficient balance.
(b) Upon reasonable notice for: (i) Repeated policy violations; (ii) Sustained high spam rates; (iii) Non-compliance with carrier requirements.

8. REPRESENTATIONS AND WARRANTIES

8.1 Mutual Representations and Warranties. Each party represents and warrants that:
(a) It has the full right, power, and authority to enter into and perform its obligations under this Agreement;
(b) Its entry into this Agreement does not violate any other agreement or obligation;
(c) It shall comply with all applicable laws and regulations in performing its obligations hereunder.
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8.2 Customer Warranties. Customer represents and warrants that:
(a) It has all necessary rights and consents to use and transmit Customer Data;
(b) It shall comply with all applicable messaging regulations and requirements;
(c) It shall maintain accurate contact lists and honor opt-out requests;
(d) It shall not use the Services for any unlawful or prohibited purpose.
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8.3 Disclaimer of Warranties. EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE SERVICES ARE PROVIDED "AS IS" AND LARK IQ HEREBY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND ALL WARRANTIES ARISING FROM COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

9. LIMITATION OF LIABILITY

9.1 Limitation of Liability. IN NO EVENT SHALL LARK IQ BE LIABLE FOR ANY CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES, LOST PROFITS OR REVENUES, OR DIMINUTION IN VALUE, INCLUDING BUT NOT LIMITED TO:
(a) Service interruption or downtime;
(b) Loss, corruption, or compromise of data;
(c) Lost business opportunities;
(d) Third-party service failures or decisions;
(e) Registration rejection costs;
(f) Any other damages arising out of or related to this Agreement.
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9.2 Cap on Liability. IN NO EVENT SHALL LARK IQ'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE TOTAL AMOUNT PAID BY CUSTOMER IN THE TWELVE (12) MONTH PERIOD PRECEDING THE INCIDENT GIVING RISE TO THE CLAIM.

10. INDEMNIFICATION

10.1 Customer Indemnification. Customer shall indemnify, defend, and hold harmless Lark IQ and its officers, directors, employees, agents, affiliates, successors, and assigns from and against any and all losses, damages, liabilities, deficiencies, claims, actions, judgments, settlements, interest, awards, penalties, fines, costs, or expenses arising from:
(a) Customer's use of the Services;
(b) Customer's breach of this Agreement;
(c) Customer's violation of applicable laws or regulations;
(d) Customer Data or message content;
(e) Customer's violation of third-party rights.

11. ACCOUNT DELETION AND DATA MANAGEMENT

11.1 Account Deletion Process:
(a) Deletion Request Requirements: (i) Must be submitted by an Administrator to support@larkiq.com; (ii) Must include explicit request for account deletion; (iii) Must be sent from Administrator's registered email address; (iv) Must include organization name and relevant account details; (v) Cannot be initiated by Supervisors or Agents.
(b) Balance Refund Process: (i) Upon account deletion approval: (1) Any remaining balance will be automatically refunded; (2) Refund will be processed to the default payment card on file; (3) Processing time subject to card issuer policies; (4) Confirmation of refund will be provided via email.
(ii) Refund Requirements:
    (1) Default card must be valid and active;
    (2) Customer responsible for ensuring card details are current;
    (3) Alternative refund methods not available;
    (4) Failed refunds will require additional Administrator coordination.
(c) Data Handling Procedures: (i) Prior to Account Deletion: (1) Lark IQ will compile all Customer data; (2) Data will be formatted for portability; (3) Data will include message histories, contact information, and campaign records; (4) System configurations and settings will be documented.
(ii) Data Delivery:
    (1) Complete data package will be provided to Administrator;
    (2) Secure transfer methods will be used;
    (3) Data will be provided in standard, readable formats;
    (4) Administrator must confirm receipt of data.
(c) Account Termination: (i) After data delivery confirmation: (1) All Customer data will be permanently deleted from Lark IQ systems; (2) All user accounts will be deactivated; (3) Phone numbers will be released; (4) 10DLC campaigns will be terminated; (5) Integration connections will be severed.
(d) Post-Deletion Confirmation: (i) Written confirmation of deletion will be provided; (ii) Confirmation will include: (1) Date and time of deletion; (2) Scope of data deleted; (3) List of terminated services; (4) Verification of completion.
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11.2 Data Retention and Security:
(a) During Deletion Process: (i) Data remains secure and protected; (ii) Access controls remain in effect; (iii) Regular security measures continue; (iv) No unauthorized access permitted.
(b) After Deletion: (i) No data retained on Lark IQ systems; (ii) No backup copies maintained; (iii) No recovery possible after completion; (iv) Customer responsible for provided data copy.
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11.3 Deletion Limitations:
(a) Lark IQ reserves the right to: (i) Verify Administrator identity; (ii) Require additional authentication; (iii) Delay deletion for security verification; (iv) Decline improper deletion requests; (v) Hold refund for fraud investigation if necessary.
(b) Customer acknowledges: (i) Deletion is permanent and irreversible; (ii) Responsibility for maintaining provided data; (iii) No data recovery available post-deletion; (iv) Refunds are processed only to default card; (v) Refund timing depends on card issuer; (vi) No alternative refund methods available.

12. SUPPORT AND ORGANIZATIONAL CHANGES

12.1 Organizational Authority and Support Requests:
(a) Organizational Structure: (i) Lark IQ shall not interfere with Customer's internal organizational structure; (ii) All organizational decisions remain solely within Customer's control; (iii) Customer maintains exclusive authority over user role assignments and team structures; (iv) Lark IQ shall not modify organizational settings without explicit Administrator authorization.
(b) Support Request Authentication: (i) Organizational-level requests will only be accepted from designated Administrators; (ii) Requests must be submitted to support@larkiq.com; (iii) Administrator status will be verified before processing any organizational changes; (iv) Non-Administrator requests for organizational changes will be redirected to Customer's Administrator.
(c) Scope of Support: (i) Support Services: (1) Platform usage guidance and best practices (2) Feature functionality clarification (3) Platform configuration assistance (4) Troubleshooting support (5) Documentation and resources
(ii) Administrator Support:
    (1) Platform optimization guidance
    (2) Feature utilization assistance
    (3) Best practices recommendations
    (4) Account management guidance
 
 (iii) Supervisor and Agent Support:
    (1) Conversation-related inquiries
    (2) Feature usage questions
    (3) Interface navigation assistance
    (4) Performance metrics guidance  (iv) Data Control:
    (1) Organization maintains full control of their data
    (2) Support team provides guidance for platform utilization
    (3) Organizations responsible for their configuration choices
    (4) Support team assists in optimizing platform use
(d) Support Communication: (i) All support requests must be directed to support@larkiq.com; (ii) Requests must include: (1) User's role within the organization (2) Nature of the request (3) Relevant account details (4) Description of the issue
(iii) Response Priority:
    (1) Organization-level issues from Administrators
    (2) System-critical issues affecting service delivery
    (3) Individual user technical issues
    (4) General inquiries and feedback
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12.2 Change Implementation:
(a) Organizational Changes: (i) Must be requested by Administrator (ii) Require written confirmation (iii) Subject to technical feasibility (iv) May require additional verification
(b) Process Changes: (i) Limited to Administrator requests (ii) Must align with platform capabilities (iii) May require testing and validation (iv) Subject to platform limitations
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12.3 Support Limitations:
(a) Lark IQ reserves the right to: (i) Reject requests that violate platform policies (ii) Require additional verification for sensitive changes (iii) Prioritize support requests based on severity (iv) Escalate issues to appropriate internal teams
(b) Excluded Support: (i) Internal organizational disputes (ii) User role assignment decisions (iii) Team structure recommendations (iv) Business process consulting

13. GENERAL PROVISIONS

13.1 Entire Agreement. This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, proposals, or representations, written or oral, concerning its subject matter.
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13.2 Modification. Lark IQ may modify this Agreement from time to time upon notice to Customer. Customer's continued use of the Services following such modification constitutes acceptance of the modified terms.
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13.3 Assignment. Customer shall not assign or otherwise transfer any of its rights, or delegate or otherwise transfer any of its obligations under this Agreement without Lark IQ's prior written consent.
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13.4 Governing Law and Jurisdiction:
(a) This Agreement shall be governed by and construed in accordance with applicable laws, without giving effect to any choice or conflict of law provision or rule.
(b) Any legal suit, action, or proceeding arising out of or related to this Agreement or the Services shall be instituted in courts of competent jurisdiction.
(c) Customer irrevocably: (i) Submits to such jurisdiction; (ii) Waives any objection to venue; (iii) Waives any objection based on forum non conveniens; (iv) Agrees that all claims shall be heard and determined only in such courts.
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13.5 Severability. If any provision of this Agreement is invalid, illegal, or unenforceable in any jurisdiction, such invalidity, illegality, or unenforceability shall not affect any other term or provision of this Agreement or invalidate or render unenforceable such term or provision in any other jurisdiction.

14. ELECTRONIC ACCEPTANCE AND CONSENT

14.1 Electronic Agreement Acceptance:
(a) By accessing or using the Services, Customer explicitly acknowledges and agrees that: (i) This Agreement is an electronic contract; (ii) No physical signature is required; (iii) Creating an account constitutes acceptance; (iv) Using the Services indicates ongoing consent.
(b) Methods of Acceptance: (i) Clicking "Sign Up" or similar buttons; (ii) Completing the registration process; (iii) Accessing the Services; (iv) Using any platform features.
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14.2 Consent to Electronic Communications:
(a) Customer agrees to receive electronically: (i) This Agreement and any amendments; (ii) Notices about the Services; (iii) Account-related communications; (iv) Legal disclosures and notices.
(b) Electronic Delivery Methods: (i) Email to registered address; (ii) Posts within the Services; (iii) Platform notifications; (iv) Updates to online documentation.
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14.3 Electronic Records:
(a) Customer acknowledges that: (i) Electronic records of acceptance are valid; (ii) Electronic communications are legally binding; (iii) Electronic notices satisfy legal requirements; (iv) Platform logs may serve as acceptance proof.
(b) Record Retention: (i) Lark IQ maintains electronic acceptance records; (ii) Usage logs are preserved; (iii) Communication records are maintained; (iv) Access timestamps are recorded.
IN WITNESS WHEREOF, by accessing or using the Services, Customer acknowledges that:
(1) They have read and understood this Agreement;
(2)They have the authority to accept these terms;
(3)Their use constitutes electronic acceptance;
(4)This Agreement is legally binding without physical signature.